| System and method for automated customer feedback TB Pasquale, RR Bushey, BA Knott US Patent 7,877,265, 2011 | 306 | 2011 |
| Announcement system and method of use BA Knott, KM Joseph, RR Bushey, JM Martin US Patent 7,936,861, 2011 | 283 | 2011 |
| Intelligently routing customer communications RR Bushey, BA Knott US Patent 7,027,586, 2006 | 261 | 2006 |
| System and method for automated performance monitoring for a call servicing system BA Knott, RR Bushey, JM Martin US Patent 8,175,253, 2012 | 251 | 2012 |
| Method and system for automated categorization of statements S Mills, K Joseph, J Martin, B Knott, R Bushey, T Pasquale US Patent App. 10/188,152, 2004 | 244 | 2004 |
| Intelligently routing customer communications RR Bushey, BA Knott US Patent 7,751,552, 2010 | 236 | 2010 |
| System and method for providing customer activities while in queue BA Knott, TB Pasquale, KM Joseph, SH Mills, JT Miller, RR Bushey, ... US Patent 8,229,102, 2012 | 218 | 2012 |
| System and method for adapting the level of instructional detail provided through a user interface P Kortum, R Bushey, B Knott, M Sullivan US Patent App. 10/935,726, 2006 | 214 | 2006 |
| DSL video service with storage BE Stuckman, M Grannan, RR Bushey, RW White, BA Knott, D Patron US Patent 7,870,593, 2011 | 146 | 2011 |
| Method and system for automating the creation of customer-centric interfaces RR Bushey, TB Pasquale, SH Mills, JM Martin, BA Knott, KM Joseph US Patent 7,379,537, 2008 | 142 | 2008 |
| System and method for utilizing virtual agents in an interactive voice response application BA Knott, PT Kortum US Patent 7,933,399, 2011 | 138 | 2011 |
| System and method for integrating a personal adaptive agent B Knott, R Bushey US Patent App. 10/259,058, 2004 | 125 | 2004 |
| Method, system and apparatus for providing an adaptive persona in speech-based interactive voice response systems B Knott, J Martin, R Bushey, G Edwards US Patent App. 10/230,708, 2004 | 123* | 2004 |
| Conceptualization and measurement of team workload: A critical need GJ Funke, BA Knott, E Salas, D Pavlas, AJ Strang Human Factors 54 (1), 36-51, 2012 | 119 | 2012 |
| Telephone call center with method for providing customer with wait time updates PT Kortum, BA Knott, RG Bias, RR Bushey US Patent 7,174,011, 2007 | 105 | 2007 |
| System and method for the automated analysis of performance data SH Mills, KM Joseph, TB Pasquale, RR Bushey, JM Martin, BA Knott US Patent 6,842,504, 2005 | 101 | 2005 |
| System and method for providing caller activities while in queue BA Knott, TB Pasquale, KM Joseph, SH Mills, JT Miller, RR Bushey, ... US Patent 7,418,095, 2008 | 97 | 2008 |
| Adaptive voice recognition menu method and system BA Knott, RR Bushey, JM Martin, KM Joseph US Patent 6,697,460, 2004 | 95 | 2004 |
| Method and system for voice recognition menu navigation with error prevention and recovery BA Knott, JM Martin, RR Bushey, TL Smart US Patent 7,246,062, 2007 | 93 | 2007 |
| Method for evaluating customer call center system designs BA Knott, RR Bushey US Patent 7,170,992, 2007 | 93 | 2007 |
Gregory FunkeAir Force Research LaboratoryVerified email at us.af.mil
